Quality Assurance Analyst

Quality Assurance Analyst – Newark, NJ

Looking for a Quality Assurance Analyst for a full-time, long-term temp position. This is an onsite role (may go hybrid after training) with a starting pay range of $30.00/hour.

Summary:

The Quality Assurance Analyst (QA Analyst) is responsible for assessing the quality of the performance of Access Link’s contact center employees. The QA Analyst will monitor inbound and outbound calls, spark, and email to assess communications for technical accuracy. The QA Analyst will help develop, create, and implement contact center quality processes and procedures and make recommendations for enhancements to training materials in order to enhance the client’s overall experience.

Roles and Responsibilities

• Perform call monitoring and provide trend data, quality reports, and feedback to Supervisors and Managers
• Review email and spark communication and provide trend data, quality report and feedback to Supervisors and Managers
• Participate in design of call monitoring formats and quality standards
• Participate in active listening programs to identifying customers’ needs and expectations
• Coordinate and facilitate call calibration sessions for call center staff
• Monitor and store data to compile and track Operations team and individual’s performance
• Conduct quality assurance for completeness, accuracy, consistency, and conformity
• Develop, update and maintain quality manuals, policies and procedures manuals
• Perform miscellaneous job-related duties as assigned

.Education, Experience and Qualifications:

• 2-3 years Contact center experience
• 2 years Quality Assurance Analyst experience
• Exceptional listening and analytical skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Focus on quality and customer service
• Creative ability and writing proficiency

Knowledge and Skills:

• Excellent listening, communication (verbal, written) and interpersonal skills
• Keen attention to detail
• Good judgement and decision-making capabilities
• Knowledge of Microsoft Office Suite Products
• Ability to organize, prioritize, adapt to change and work in fast-paced environment
• Ability to increase proficiency in calls taking and maximizing customer satisfaction

Job Types: Full-time, Contract

Pay: $30.00 per hour

Expected hours: No less than 40 per week

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• contact/call center: 2 years (Required)
• Quality Assurance: 2 years (Required)
• Analytical: 2 years (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Newark, NJ 07105 (Required)

Work Location: In person